Gemini Community Support Site

This Gemini community support site can be used to find solutions to product issues. You can log in using Open Id, Google Profile and even Facebook. Feel free to ask a question or browse FAQs and documentation. Product tour videos are also available along with how-to videos demonstrating key Gemini capabilities.




Autoclose the issue if no activity from the customer

web-app

It seems it's impossible the issue to become closed automatically if there is no activity from the customer.
Suppose lots of the support departments require such functionality.

I mean we (for some reason) ask the customer to clarify the issue or ask him to give us more details on the issue to solve it. He ignores it, for example, for 1 week, so we have to thing that the current issue is not important for him and the issue can be closed automatically.

What do you think about it?

Regards,
Alexey
avg
· 1 		avg
Thursday, March 29, 2007, 4:58:50 PM
Replies (2)
helpful
0
not helpful

I see you have added it to our list: http://gemini.countersoft.com/Default.aspx?p=2&i=1197

Thanks, we will look into it.
Saar Cohen
· 5000 		Saar Cohen
Thursday, March 29, 2007, 8:58:37 PM
helpful
0
not helpful

Some architecture ideas:

1. 'days without activity' property is per project
2. users master data should contain new property (isCustomer) or new user group should be added
3. new authorisation should be added to the user to allow him to execute 'issues closing utility'
4. 'issues closing utility' should check affected issues, for example, on login event and give the user an alert regarding the nonactive issues and give him a possibility to tick (to confirm) the issues to be closed
5. the customer have to be notified by email about the issue is going to be closed in x days
6. once the issue is automatically closed the customes receives the email notification from the system about it

something like this..
avg
· 1 		avg
Friday, March 30, 2007, 8:36:50 AM